Terms and Conditions
We strive to provide quality, personalised products and excellent service, and these terms help ensure a fair experience for all our customers. Our goal is to manage expectations transparently so that we can deliver unique, made-to-order items crafted with care.
Key Information:
**1. Can I modify or cancel my order after it's placed?**
- Modifications: No modifications can be made after the order is placed. Please ensure all specifications are correct before placing your order.
- Cancellations: Allowed within 24 hours of placing the order. After that, cancellations are not possible as production begins promptly.
**2. Are returns or exchanges allowed?**
- All sales are final for custom-made items. We do not accept returns, exchanges, or refunds unless the item is significantly different from the description provided in the listing. This aligns with UK consumer law, which excludes custom-made items from standard return policies.
**3. How does shipping work?**
- We reserve the right to choose the courier at our discretion. After dispatch, your package is managed by the courier, and any transit-related issues (e.g., delays or re-delivery) are your responsibility to handle directly with them. We will provide tracking information to assist you in managing the shipment. Please note, we only have access to the same tracking information that is available to you. We do not have any additional or 'insider' information regarding the courier's handling of your package.
**4. Who is responsible for measurements and specifications?**
- You are responsible for providing accurate measurements and specifications. We cannot accept responsibility for incorrect fit if inaccurate information is given.
**5. What happens if a package is delayed or lost?**
- Delays and loss are unfortunate but sometimes occur. By ordering, you acknowledge these risks and agree to work directly with the courier for any necessary compensation or redelivery arrangements. You will have the receipt from Etsy to prove the value of your order to the courier.
**6. How do you handle inquiries?**
- Please use Etsy messages for all communication. We aim to respond within 24 hours (Monday-Thursday), excluding bank holidays. We encourage customers to refer to information already provided (e.g., tracking details and order confirmations) before reaching out. To maintain efficiency, we may use automated and/or AI responses for inquiries.
**7. What if I refuse or fail to collect my order?**
- Refused or unclaimed orders returned to us will require you to arrange redelivery at your expense within 30 calendar days. Additional inspection fees may apply. You are responsible for informing the courier of a suitable time for redelivery or pick-up.
#### Detailed Terms and Conditions
**Service Description**
When you place an order for a custom-made item in our shop, you are purchasing a bespoke crafting service tailored specifically to your selections as outlined in the product listing. This service includes the design, creation, and dispatch of a custom-made-to-order item based on the specifications you have chosen from the available options. Each piece is handcrafted with care and attention to detail, ensuring a personalised product delivered to your specifications. As every item is made-to-order, your purchase initiates the process of creating an item that reflects both your choices and our artistic interpretation.
All items in our shop are made-to-order, thereby placing an order, the customer agrees to the following:
**Scope of Customisation**
- The customer may only specify options that are explicitly provided within the item's listing. Any additional requests or specifications outside of these predefined options are not accepted and will not be accommodated.
- Any aspects of the item not explicitly specified at the time of order placement will be crafted according to the seller's artistic discretion. The customer acknowledges that the final product may include design elements not specifically chosen by them and agrees not to raise complaints or request modifications regarding these aspects.
**Artistic Discretion**
- The seller retains full creative control over all unspecified design elements. This includes, but is not limited to, the colour and positioning of closures, the placement of patterns, and the overall aesthetic choices related to the item.
- By purchasing a made-to-order item, the customer entrusts the seller to use their expertise and artistic judgement to complete the project in a manner that meets the quality standards and style typical of the seller's work.
**Accurate Measurements and Specifications**
- The customer shall ensure that all measurements and specifications provided at the time of order are accurate. We cannot accept responsibility for items that do not fit or meet expectations due to incorrect information provided by the customer.
**Finality of Orders**
- Once an order is placed, it is considered final. No changes or modifications can be made after the order has been submitted.
- The customer must carefully review their order details before confirming the purchase, as the seller will craft the item according to the options selected at the time of the order.
**Expectations Management**
- The customer understands that while the seller will strive to meet the specified dimensions and selected options, variations may occur due to the handmade nature of the items.
- The customer agrees that differences in colour shades, dimensional deviations, or design variations will not constitute a reason for return or refund.
**Return and Exchange Policy**
- **Made-to-Order Items**: All our products are custom-made and crafted specifically to your requirements, measurements, and preferences. As such, they are considered bespoke and personalised.
- **No Returns or Exchanges**: Due to the personalised and custom-made nature of these items, all sales are final, and we do not accept returns or exchanges. Returns, exchanges, or refunds will not be accepted unless the item is found to be significantly different from the description provided in the listing. This is in line with UK consumer law, which excludes custom-made items from standard return policies.
- **Fabric Samples Available**: To ensure your satisfaction, fabric samples are available to purchase upon request prior to placing your order. This allows you to evaluate the material before finalising your purchase.
**Order Processing, Dispatch, Transit, and Delivery Policy**
- **Manufacturing and Dispatch Time**: When placing your order, you will provide us with a preferred time frame for dispatch. While we will strive to meet this timeframe, we reserve the right to adjust the manufacturing and dispatch time at our discretion based on order volume or production needs.
- **Courier and Delivery Management**: We reserve the right to choose the courier at our discretion. Once your order is marked as dispatched, it means your package is with the courier. We provide all necessary tracking information to assist you in monitoring the shipment. As the recipient, you are responsible for contacting the courier to arrange redelivery or correct any delivery details. Please note that we only have access to the same tracking information that is available to you, and we cannot provide any additional or 'insider' details regarding the courier's handling of your package.
- **Insurance and Claims**: All packages are fully insured to the value of your order. The customer is solely responsible for managing claims directly with the courier in the event of damage or loss, using the receipt provided by Etsy to prove the order's value.
- **Implied Risk of Remote Transactions**: By placing an order, you acknowledge that potential delays or losses in transit are inherent risks of online shopping. You agree to bear the responsibility for managing these situations with the courier directly.
**Estimated Delivery Timeframes**
- Before you place an order, Etsy calculates an estimated delivery timeframe based on the required number of workdays needed to manufacture and dispatch your item. This estimate is shown on the item's listing page and through the checkout process.
- After your purchase, Etsy sends you an email confirming the estimated delivery timeframe. Please check this email and your order details page on Etsy for this information.
- Our discretion on timeframes: According to our terms and conditions, the estimated delivery time frame is subject to change based on production needs or other unforeseen circumstances. We reserve the right to adjust these time frames when necessary to ensure the quality and customisation of your order.
**Handling of Your Package After Dispatch**
- Our responsibility is to manufacture the item and dispatch it to the address you provided within the agreed timeframe. Once dispatched, all transit-related issues are to be managed by the customer with the courier.
- As the customer, you are responsible for informing the courier of a suitable time for redelivery or pick-up.
**Damaged or Defective Items**
- Please report any damages or defects within 3 calendar days of receipt with photos and a detailed description of the issue. We will work with you to resolve the problem, which may include a replacement or repair, depending on the circumstances.
**Refused Deliveries and Unclaimed Items**
- If a customer refuses delivery or fails to claim an ordered item, it will be returned to us by the courier. We will send one Etsy message notifying the customer that the item has arrived back and that a 30-calendar-day holding period has begun. The customer can arrange for redelivery at their expense during this period.
- **Inspection Fee**: Any returned item will undergo an inspection to ensure that it has not been compromised. This inspection may be carried out by a third party, and all associated costs will be the responsibility of the customer.
- If redelivery is not arranged within 30 calendar days, the item may be disposed of without further notice, and no refund will be issued.
**Communication and Customer Inquiry Policy**
- **Communication**: All communications relating to your order must be conducted via Etsy messages to ensure clarity and documentation of all interactions.
- **Response Time**: We aim to reply within 24 hours to messages received Monday-Thursday, excluding bank holidays. Initial replies may be automated to acknowledge receipt and provide an estimated response time.
- **Self-Help Encouraged**: Customers are encouraged to utilise the information provided at the time of purchase, including order confirmation emails, tracking information, and other details shared via Etsy.
- **Our Response Policy**: If inquiries concern information already in your possession, we may provide a concise response directing you to those resources. To maintain efficiency, we may use automated and/or AI responses for inquiries. In cases of repeated inquiries for information clearly available, we may choose not to provide additional responses to prioritise production and service quality for all customers.
**Force Majeure Clause**
We are not liable for any delays, failures, or damages caused by events beyond our control, including natural disasters, pandemics, strikes, or governmental actions. In such cases, we reserve the right to extend manufacturing times as necessary without prior notice.
**Contractual Agreement and Misrepresentation**
By placing an order, you affirm that you have read, understood, and accepted all terms and conditions. Misrepresentation of acceptance or failure to honour agreed terms voids the contract and may lead to legal actions for rescission of the contract and damages.
**Liability Limitation**
Our liability arising from your purchase can only be monetary and is limited to the cost of the item(s), excluding shipping. The customer shall be responsible for any additional costs exceeding this amount, including but not limited to legal fees, damages, and other expenses.
**Protecting Our Business Reputation**
We are committed to ensuring customer satisfaction and providing full transparency before any order is placed. Reviews or complaints that contradict the accepted terms and conditions, or that are based on false claims, will be considered damaging to our business reputation. We reserve the right to take appropriate action under UK law to protect our business interests at the expense of the customer.
By placing your order, you agree to all terms and conditions, and acknowledge that we would not have entered into this contract without this agreement.
